Returns & Refund Policy

We hope you love your Nuevo order. However, if something isn’t quite right, please see our returns and exchange policy below.

Return Window

We accept returns within 14 days of the date your order is delivered, unless otherwise stated during promotional periods or seasonal events.

Return Eligibility

To be eligible for a return or exchange, all items must be:

• Unused and in the same condition as received
• Unworn, unwashed and unaltered
• Free from marks, stains, odours or damage
• Returned with the original swing tag attached

All returned items are inspected upon arrival.

If an item is returned to us in a condition that does not meet the above requirements, the return may be rejected and the item returned to the customer.

How to Make a Return

To arrange a return or exchange, please contact us at:

info@nuevoonline.uk

Please include your full name and order number so our team can assist you with return instructions.

Once your return has been received and inspected, we will contact you by email to confirm whether your return has been approved.

If approved for a refund, this will be processed back to your original payment method.

Full-Price Items

Full-price items can be returned for a refund or exchange within 14 days of delivery, provided they meet our return eligibility requirements.

Refunds will be issued to the original payment method.

Sale & Promotional Items

Items purchased during a sale or promotional event are not eligible for a monetary refund.

Sale and promotional items can be returned for an exchange or store credit, provided they are returned within 14 days of delivery and meet our return eligibility requirements.

This includes items purchased during promotional events such as:

• Bank Holiday Sales
• Spring Sale
• Black Friday
• Boxing Day
• New Year Promotions
• Valentine’s Promotions
• Summer Sale
• Flash Sales
• Other promotional or discounted events

To arrange an exchange or store credit, please contact info@nuevoonline.uk within 14 days of receiving your order.

Exchanges

Once an eligible return has been received and approved, we will provide an exchange code for the value of the returned item(s) via email.

This code can then be used to place a new order for your preferred size, colour or alternative product, subject to availability.

Any delivery costs associated with the new exchange order are the customer’s responsibility.

Non-Returnable Items

For hygiene reasons, socks are non-returnable and non-refundable.

Free Shipping

Where an order qualified for free UK shipping (spend over £x) and items are subsequently returned, bringing the retained order value below the qualifying free shipping threshold, the original shipping cost will be deducted from the refund.

Return postage remains the customer’s responsibility.

Postage Refunds

Original delivery charges are generally non-refundable where an order has been successfully delivered and the customer chooses to return an item.

Where a postage refund is applicable, we will refund postage up to the value of the original delivery charge paid at the time of purchase.

Any additional costs incurred by choosing a more expensive return postage service will not be reimbursed.

Free Gift Promotions

Where an order qualifies for a free promotional gift, the promotional item must also be returned if the qualifying items are returned.

If the promotional gift is not included with the return, the retail value of the promotional item may be deducted from the refund.

This includes promotional socks or other complimentary products included as part of an offer.

Pre-Orders

Pre-order items are reserved and ordered specifically in advance.

For this reason, pre-orders cannot be cancelled or amended once the order has been placed.

Estimated dispatch times for pre-order products will be stated on the relevant product page at the time of purchase.

Faulty or Incorrect Items

If you believe you have received a faulty or incorrect item, please contact us at info@nuevoonline.uk with your full name, order number and clear photographs showing the issue.

Please do not return a faulty or incorrect item before contacting us.

Our team will review the information provided and advise you of the next steps. Where an item is confirmed as faulty or has been sent incorrectly, we will arrange the appropriate resolution and cover reasonable return postage costs where required.

Refund Processing

Once an eligible return has been received, inspected and approved, your refund will be processed back to your original payment method.

Please allow additional time for the refund to appear in your account once processed, as processing times can vary depending on your bank or payment provider.